About the Role

We are seeking an experienced and motivated Case Manager to join our Customer Dispute Resolution team. Reporting to the CDR Team Leader, this role delivers expert dispute resolution that safeguards our customers' interests and business reputation. You'll manage customer disputes with empathy, integrity, and excellence, ensuring all are resolved fairly and in accordance with Code Compliance and Legal Requirements, whilst building strong customer relationships.

What You'll Be Doing

- Manage investigation and response to customer disputes, both direct from customers and from the Australian Financial Complaints Authority (AFCA)
- Execute delegated authority to resolve disputes by evaluating policies and applying judgement, whilst achieving team performance benchmarks and targets
- Provide trusted advice to internal stakeholders and identify opportunities for process improvements
- Retain existing business through strong customer relationships and timely resolution of customer concerns
- Ensure accurate recording of dispute information and meet quality audit requirements
- Role model A&G; values in all dealings with customers, team members, and stakeholders
- Communicate with customers in writing and verbally using privacy principles, code compliance, and legal standards
- Support managers and leaders to define objectives and required resources to achieve targets

What You'll Bring

- Minimum three years in a claims, finance, or customer service role
- General insurance knowledge
- Proven decision-making and negotiation skills with the ability to produce win-win solutions
- Excellent written and verbal communication skills




- Strong analytical skills and attention to detail
- Working knowledge of relevant compliance standards and legislative requirements
- Demonstrated ability to manage workload effectively and prioritise tasks
- Dispute resolution, negotiation, mediation, or conciliation background (highly regarded)
- Legal background or insurance studies (highly regarded)

Advantages

- Be Rewarded: We recognise high performance and reward our people through bonuses and our employee recognition platform, Rewards Gateway, offering exclusive discounts across 600+ top retailers.
- Work Flexibility: Enjoy options for hybrid work, allowing you to balance work and life effectively.
- Options for Leave: Life happens, so we offer volunteer days, an additional paid 'ME' day, paid parental leave, and the opportunity to purchase additional leave to cover all of life's big moments.
- Grow With Us: Access a wide range of learning and professional development opportunities to suit your career aspirations.
- Give Back: Our A&G; Difference program empowers you to contribute to causes you're passionate about through volunteering, fundraising, and donations.
- Take Care of Yourself: Your wellbeing is important to us. Benefit from our healthy mind and body hub, mental-health support, and fitness discounts to help you be your best self.
- Celebrate The Wins: Join our vibrant culture with many on-site events, family fun days, and annual celebrations.
- Save Money: Enjoy discounts on our insurance products, plus exclusive deals with various retailers and hospitality providers across Australia.

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📌 Case Manager (Brisbane City)
🏢 Auto & General Australia
📍 Brisbane City